Troubleshooting

SHR-100-A: The API key or subdomain used to connect this integration is invalid

This error occurs when connecting Sage HR to Zluri with an invalid API key, or with a subdomain that does not match the account the key belongs to.

To resolve:

1. Confirm the subdomain

   • Open Sage HR in the browser and check the address bar
   • Enter only the subdomain (for example, acme from acme.sage.hr), without https:// or .sage.hr

2. Generate a new API key in Sage HR

   1. Go to Sage HR > Settings > Integrations > API
   2. Select Enable API access if it is not already enabled
   3. Copy the full API key

3. Verify the API key

   • Copy the entire API key without extra spaces or characters
   • Ensure no characters are missing from the start or end
   • Paste the API key exactly as generated

After correcting the subdomain or generating a new API key, reconnect the integration in Zluri.

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SHR-100-B: The API key used for this integration is no longer valid

This error occurs when the API key used to connect Sage HR to Zluri stops working after the connection was established. This happens when API access is disabled for the user, or when the user who generated the key is deactivated or removed.

To resolve:

1. Go to Sage HR > Settings > Integrations > API
2. Confirm that API access is still enabled for the user who generated the key
3. Confirm that this user is still active in Sage HR
4. If either check fails, generate a new API key from an active Owner account
5. Reconnect the integration in Zluri using the new API key

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SHR-101-A: The API key does not have permission to access employees

This error occurs when connecting Sage HR to Zluri with an API key generated by a user who does not have permission to view employee records. Sage HR API keys inherit the permissions of the user who created them.

To resolve:

1. Log in to Sage HR as an Owner
2. Go to Settings > Integrations > API
3. Generate an API key from this Owner account
4. Reconnect the integration in Zluri using the new API key

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SHR-101-B: Permissions to access employees were removed after connection

This error occurs when the user who generated the API key loses Owner access, or has permission to view employees removed, after the integration was connected.

To resolve:

1. Ask a Sage HR Owner to restore Owner access for the user who generated the key
2. Alternatively, generate a new API key from an active Owner account
3. Reconnect the integration in Zluri if a new API key was generated

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SHR-102-A: No employees found in the Sage HR account

This error occurs when the integration connects successfully but the Sage HR account contains no employee records visible to the API key.

To resolve:

1. Log in to Sage HR and confirm that employees exist under Employees
2. If employees exist, confirm the API key was generated by an Owner, since a key from a user without Owner access can return an empty list
3. Add employees in Sage HR if the account is new

After employees are available, Zluri picks them up in the next sync.

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SHR-102-B: Employees or teams are missing after a successful sync

This error occurs when some employees or teams that exist in Sage HR do not appear in Zluri after the integration has been syncing.

To resolve:

1. Confirm that the user who generated the API key still has Owner access, since reduced access limits which records the API returns
2. Confirm that the missing employees are assigned to teams in Sage HR, since team membership is read from the team records
3. Wait for the next scheduled sync, or trigger a manual sync from the Sage HR Integration page in Zluri

If records are still missing, reconnect the integration in Zluri with an API key from an Owner account.

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If your issue isn't mentioned here, feel free to submit a ticket or contact us directly at [email protected].